Refund policy
Return & Refund Policy
We have a 30-day guarantee, which means you have 30 days after receiving your item to request a return or replacement.
Our Guarantee
We stand behind every Squishmee order. If something goes wrong on our end, we'll make it right — fast.
What's Covered
- Items arriving visibly damaged from shipping
- Missing items from your order
- Defective product (tears, leaks, or manufacturing faults present upon opening)
- Wrong item sent
In these cases, we'll cover all costs and resolve it immediately.
How to Claim
To be eligible for a replacement or refund, you must:
- Submit your claim within 30 days of delivery
- Provide a clear unboxing video showing the sealed box being opened with the damage or defect visible immediately upon opening
- Include your order number in the claim
We require an unboxing video not because we doubt our customers, but because it protects everyone — it confirms the condition of the item when it left our warehouse and helps us identify and fix quality control issues with our supplier.
What Isn't Covered
- Character or colour preference — every Squishmee box is randomly packed by design. The mystery is the experience. Receiving a character or colour you weren't hoping for does not constitute a defect and is not eligible for return or replacement
- Damage occurring after opening
- Change of mind
- Sale items or gift cards
Exchanges
If you'd like a different item, the fastest option is to return the original item once your return has been approved, then place a separate order. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.
European Union — 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be unused, in original packaging, and you'll need proof of purchase. Please note that blind box purchases returned under EU cooling-off rights must be returned unopened and sealed to be eligible.
Refunds
Once we've received and inspected your return, we'll notify you of approval within 2 business days. If approved, your refund will be processed to your original payment method within 10 business days. Your bank or card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at info@squishmee.com
Contact Us
For all return and refund enquiries: info@squishmee.com